FOH Guide for FunHub July 2022

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what do i wear to work? FOH Team members TOPS Welcome to the D&B FAM!. Being friendly, available and memorable is important, but it all starts with a great bottoms first impression! Now, let’s jump to the basics and learn about our dress guidelines! extras top questions about Plain, black short sleeve collared polo. jewelry or tattoos? Check with your general manager! Make sure to keep it wrinkle free. Sport Tek or Cotton Polos are allowed, but no designs, patterns or faded colors. Polo should be tucked into pants. bottoms Black Jeans or Black Slacks. Faded, ripped, and torn jeans are not allowed. BELT Plain Black, Orange or Blue Belt. Leather or fabric belts are allowed. Learn more by logging into FUNhUB: name tags resources > LInks > FAM Gear Favorite Fun Badges are provided. Your name tag should be worn on the left side of your shirt. Your name and favorite fun should be written clearly and should be visible from 6 ft away. Favorite funs must be work appropriate. apron Aprons will be supplied for you. NOTE: Waitstaff, Cocktail, & SS Only. SHOES Black Non-Slip Shoes. We have some great options for you (at a discount!) from Shoes for Crews and SR Max, and the cost can be taken straight from your paycheck! masks If cloth, must be plain and solid-colored. May also wear plain disposable or D&B issued masks. Cloth masks must meet the following CDC criteria: fit snugly but comfortably against the side of the face, completely cover your nose and mouth, have two or more layers of washable, breathable fabric, is clean and able to be washed and machine dried after each use. Make it your own Add some FUN! Blue and Orange accessories to show your personality! Blue & Orange socks, scrunchies, jewelry, etc can make your outfit pop! Check out FamGear for more ideas! Did you know? You can buy Fam Gear and have it deducted from your paycheck! Just make sure your cart is under $100 and your order is shipping to your home store if you are making a payroll deduction.

CULTURE/SERVICE

we are fun! creators FUN!We run the what is a fun creator? Dave & Buster’s is the home of FUN!—but, it takes the people inside to bring it to life! Fun is what we do, it’s in our DNA! And as a team of FUN! Creators, we have values we live by. We call these values our Culture Pillars. These pillars help describe the relationship we have with our Guests and each other. They guide every action we take and unite us together as a team. It’s important to know that they’re not just words on a piece of paper or poster...It’s the words we live by. We are FUN! Creators. You Got It! Always be friendly & fun Be available & action-oriented At Dave & Buster’s, “You Got It!” isn’t just an expression-it’s our service philosophy that we Create a memorable experience bring to life every day. Whether we are serving a Guest or giving a helping hand to a teammate, we are always eager to assist each other. play with passion & a positive attitude work hard, Play hard! You Got It! is about going above and beyond to create the best experience for our Guests and Play to win each other. We find ways to create memorable experiences and put the needs of others above our own, all while having fun! Be Inclusive & Put people first Work together to do the right thing Play your heart out lift others up & Inspire Teamwork Each team member has a passion for getting the job done! At Dave & Buster’s we work hard, like our founders, act like you own it! but we play hard too. Our competitive Founders’ Spirit drives us in all that we do. Innovate & embrace change seek to learn & Grow Having a positive attitude and play to win mentality is what makes working at Dave & Buster’s FUN! Our #1 priority is to be the first choice in frequent fun, not only for our Guests, but also for our team! At D&B, we run the fun! Better Together Dave and Buster got a lot of things right, but none more than uniting food, drinks, games, and most importantly people. With most things in life, we are all better together. At Dave & Buster’s, we put our people first. Everyone is included and everyone works together toward the same goal, to create FUN! Buster had an old saying, “Everybody is Somebody... and Everybody is a Star!” And if Everybody is a Star, imagine what we can accomplish when we work together! Game Changer Dave & Buster’s has always been at the forefront of innovation in the eatertainment industry. From day one our founders, Dave Corriveau and Buster Corley, changed the game by combining Eat, Drink & Play under one roof. But a lot has changed since 1982. As we continue to grow, we must embrace the changes that come our way and continue to innovate and improve, both as individuals and as a brand.

welcome to the D&B FAM To have an unforgettable D&B experience that ignites fun, every team member needs to be focused on the right things. Don’t worry – there are three easy steps that we call The D&B FAM. FAM is our service mantra. It’s how we treat our Guests and how we treat each other. We are all part of the FAM! The best part is you can make it your own! We give you the guidelines but it’s up to you to bring it to life! Each day of training, you will learn more about The D&B FAM and how you can apply FAM to your role. FRIENDLY Available Memorable 10/5 Rule Anticipate THeir needs Introduce yourself SMILE! Be present make a connection be unforgettable Positive Interactions Say “You Got it!”

welcome to the D&B FAM friendly 10/5 Rule Be Friendly to our guests activity time SMILE! Positive Every interaction with our Guests begins with a SMILE! Our Answer the following questions with your trainer. Guests are here to have fun and their experience starts with Interactions you! Dave & Buster’s is an escape from the everyday, so make #1 What does being friendly mean to you? sure to keep each of your interactions with Guests positive! Always practice the 10/5 rule. Being friendly can be as simple #2 What are some ways you can be friendly to as making eye contact and smiling to all Guests within 10 our Guests? feet or smiling and asking, “Are you having FUN today?” to all Guests within 5 feet. Don’t forget to give our Guests a warm #3 What are some ways you can be friendly to welcome and a friendly goodbye. your team? Be Friendly to your team FAM isn’t just for our Guests, it’s how you treat your coworkers too! You may have heard this before, but it’s always best to treat others the way you want to be treated! Get to know your team! It’s hard to have a bad day when you are working with friends! Be friendly to each and every person you come When you walk through the door each day, this into contact with! You’d be surprised at the is your building, your team, your Guests. Be power of a SMILE! friendly as if your name was on the door. Guests can sense when team members are Friendly and FUN go hand in hand. It’s hard having fun and love their jobs! Be friendly and to not have FUN when you’re working in a you will exude the You Got It Attitude! positive atmosphere.

welcome to the D&B FAM available AnticipatE Their needs Be available to our guests activity time Be present At D&B, our Guests always come first! It is up to YOU to be Answer the following questions with your trainer. Say “You Got it!” present and available, so you can guide their experience. From the front of house to the back, we need to be proactive #1 how can you be available in your and anticipate our Guests’ needs! Is there a table that has a department? beverage that is less than 1/2 full? Refill it! Is there a ticket on your screen that just doesn’t look right? Speak up so we #2 Why is saying “you got it” important? can double check! Being available also means you are ready for action. Stay in your area and be ready to help our Guests! #3 What does it mean to be present? Lastly, any time you are responding to a request, say “You Got It!”. It’s been our signature saying since day one! Be available to your team Team work makes the dream work at D&B! Make sure you are available to your team! Practicing Full Hands In and Full Hands out is just one way you can help! The saying “that’s not my job” doesn’t exist at Think if you were Dave or Buster, would you D&B! After all, we’re all working towards the want Guests trying to track down someone same goal: to provide fun to our Guests! for help? Stay in your area so you are always available! Like any team we’re always there to help each other out; whether it’s refilling waters in You may wonder how “FUN” and “WORK” can another server’s section, helping restock in the coexist in the same place, much less the same WIN, or sweeping the floors in the Midway! sentence...but at Dave & Buster’s we are in the business of having FUN!

welcome to the D&B FAM memorable introduce yourself Be memorable to our guests activity time make a connection be unforgettable These days, there are millions of places our Guests can go to Answer the following questions with your trainer. get a beer, a cheeseburger and maybe even play a few games. So, what makes them keep coming back? It’s the experience, #1 what is a memorable experience you have and it’s up to you to make it a great one! Always state your had at a restaurant? name when you interact with Guests. It makes it personal and they’re more likely to build a connection with you! Lastly, be #2 Why is it important to state your name? positively unforgettable! Whether it’s celebrating with your Guests, helping a Guest choose the perfect prize in the WIN, or #3 how can you be unforgettable? saying “Come see us again” as our Guests head home, this is YOUR chance to shine. Be memorable to your team Your coworkers are more than just that, they are your D&B family. Being memorable doesn’t stop with the Guests, this is your opportunity to make memories with your team that will last a lifetime! Everybody is somebody...Everybody is a STAR! A Game Changer goes above and beyond This is your chance to make an unforgettable to make sure each and every Guest has a impression! memorable experience. Go the extra mile for your Guests and Is Joey celebrating his 5th birthday? Is your coworkers! You may make someone’s day by coworker celebrating his 5th anniversary? At helping them out. D&B we celebrate the wins...BIG and small!

The Guest Recovery Model Studies show that smiling and laughing can change your attitude for the better, increase endorphins making your feel happier, and decrease stress and adrenaline. When working with difficult Guests Guest Service Tip L remember take a deep breath and... Guests are looking for A solutions not excuses. LISTEN: Focus on the Guest rather than your thoughts and feelings. Listening really begins with your attitude. Don’t interrupt the Don’t pass the buck Guest or you might miss what they are really trying to say. Lean in or squat down to get eye-level with the Guest. Engage the or blame others. Take Guest by asking key questions and repeating what they said. Upset Guests want to be heard and understood. Be aware of your ownership, even if it is not body language and facial expression. Pick out key words to better understand what the Guest is really saying (salty, tastes bad, yours, and let the Guest wrong, broken, unfairly treated, etc). Remember all complaints are legitimate; don’t second guess the Guest. Treat all concerns know you are there to help as 100% legitimate. them. APOLOGIZE: Take ownership, even if it’s not yours. It’s not about placing blame; it’s about taking care of the Guest. Empathize: “I Non Verbal understand how frustrating this can be.” “I know what you mean.” “This must be upsetting.” “I understand why you feel this way.” Communication Focus on the Guest rather than worrying about the sale. Apologize for the situation, and show that you care. It goes a great way toward developing a relationship with the Guest. Only 10% of communication is F FIX: Remember the key words you were listening for? This is your opportunity to SHOW you were listening and guide the Guest understood in words. 90% F of communication comes toward a great solution. Act quickly, and do what you can to fix the situation. Always keep the Guest informed on the status of from your posture, facial their request. After all immediate steps to fix the situation have begun, ALWAYS, ALWAYS, ALWAYS inform a manager, even if expressions, tone of voice, you have fixed the situation to the Guest’s satisfaction. Many Guests automatically expect this, and it is a profitable step that and other nonverbal clues. works to our Guest’s and your benefit. Managers are able to offer solutions and services that you may not be able to. Guests won’t always TELL you when they are upset. FOLLOW UP: This is sometimes the most important step. Always follow-up on any Guest complaints whether you were It’s important to be able to responsible or not. Did the item come back correctly? Was the issue resolved? Is the Guest satisfied with our solution? Is there read the signs. anything else we can do to assist them? Remember to thank the Guest for keeping us informed and giving us the opportunity to fix the situation. A happy, satisfied Guest will return even though they may had a problem during their visit. Their input is important, and we appreciate and look forward to all Guest feedback and recommendations. This step is not always expected, and it is our chance to “WOW’ the Guest and leave them with a positive last impression. The Irate Guest: Though we never plan for a Guest to get extremely over-the-top upset, it is important that we remember a few things if it should occur: • It is never OK to be rude, disrespectful in any way, or to yell at a Guest. Guests get this way because they feel they have been wronged in some way. We do not want to add to their dissatisfaction or escalate the situation. The best way to combat rudeness is with COURTESY and RESPECT! • Talk softly. Lowering your volume will naturally lower theirs, and try to move them away from aisle-ways or other Guests. • Explain to the Guest that you will inform the manager of the situation immediately and that the manager will be there shortly. • If at any time you feel threatened or disrespected, get a manager involved immediately. While we are here to take care of the Guest, we are also here to take care of you and will take action as necessary.

service that sells salesmanship 101 what is salesmanship? Money, Money, Money... When we say the word “salesmanship”, what comes to mind? If you said selling food, drinks, and Everyone wants to know…”so, what’s in it for me?” Power Cards to our Guests, you’re right...but you’re only halfway there! Salesmanship is so much Great question...we knew you’d ask! Let’s look at the more than just selling one more drink or supercharging a Power Card . It’s also who we are, the financial benefits to salesmanship… service we deliver, and the entire Guest experience. If you serve 40 Guests in one night, and upsell $3 extra Our WIN staff keeps the shelves stocked so that Guests try to win more tickets to get the prizes per Guest, then that’s...$120 dollars in additional sales per they want. The Tech Staff keeps our games up and running so that Guests will stay and play shift, and at 18%, that means $22 dollars extra in tips for longer at the games they love. Our Front Desk Team and Captains guide the Guests toward the you. That’s $110 more each week, $440 more each month, fun, while making our store a safe place to play. We all work together to deliver the FUN! $2640 more in 6 months, and $5280 extra by the end of the year! All for selling $3 extra dollars to each Guest each so How do we do it? day! Dave & Buster’s is enormous an it can be overwhelming to our Guests. There are so many things If we sold $3 extra dollars to every Guest that came in to to see and do, where do they even start? That’s where YOU come in! You are their Guide to Fun! D&B for 1 year it would be over $1,000,000 in extra sales But before that ship can set sail, you need to figure out where you’re going and what your Guests for your store! Awesome, right! Can you imagine if we are looking for. Everything we do is to make sure our Guests have an amazing, memorable made it $5? We’d rule the world! experience every time they visit our store. 3 simple steps will help you figure out exactly what the Guest is looking for, and how you can deliver it. Contests #1 Be FRIENDLY #2 Be Available #3 Be Memorable This is a fun way to do what you already do everyday and win prizes for it! Most stores run contests daily, and prizes Being friendly is the first step when Find out why the Guest is here. Use what you’ve learned to make can range from free power cards to restaurant gift cards! it comes to excellent salesmanship! Business meeting, celebration, great suggestions. Explain the If it’s a company contest, sometimes we give away iPADs, Smile and make eye contact. Our family outing, watch the game? benefits of ordering the $20 EPC round trip airline tickets, major gift cards, and more! Guests love a friendly face! It’s your Have they been here before? It’s all and supercharging their Power Awesome, right? job to get the conversation started. about getting to know your Guests Card. Let them know about new Introduce yourself and welcome and letting them get to know you. games, menu items, and games on When we run contests, the results show them to Dave & Buster’s. It’s going It’s going to help you figure out TV. Offer great additions to their up in Shift One! For example, when a you to be an awesome day! After you’ve exactly what to suggest and how to meal like toppings, appetizers, or ring in a contest item (like an appetizer), kicked off the conversation, you can guide their experience. cocktails. Use your knowledge to Shift One tracks it. Check it out to see dig a little deeper. make their experience memorable. where you rank in your store and how you match up against others on your team. You can even compare your store to others in your region OR in the company. Get going and start selling! Why is the guest here? What are their expectations? How can we ‘WOW’ them? Fun? Company event? Special celebration? Whatever their purpose, this is what This is something the Guest did not expect, After work Happy Hour? Finding out why they expect to get once they arrive. but received as an added bonus, adding value. they are here helps you make suggestions. These are their basic expectations. These are the things that WOW the Guest.

AMUSEMENTS

Intro to games What is dave’s Arcade? WHAT ARE IDEAL PLAYER CONDITIONS? Our game area is referred to as the Midway or Dave’s Arcade. It is ‘a philosophy that incorporates the finest The arcade contains the majority of our games, the WIN, playing equipment and games, the best the Power Up station, and the restrooms. It promotes a Big Winner, Vegas feel, with lots of music, lights, and sounds. atmosphere, quality surroundings, and the best service.’ Staff • “Big Winner” atmosphere with working Many departments service the game area, but two of them games, bright lights, sounds, music, etc. call it home every day. Get to know each of them! Our Techs keep the games in working order and our WIN staff work in • Staff is friendly and available to the Guest. the prize area! • Quick response times for game outages and Types of Tickets & Games guest requests. • Tables are placed near the games for food We offer a wide variety of games that appeal to all age ranges. Take a walk through the game area and you will notice that while we have many different games, there are 3 basic types. and beverage service. • Chairs and stools are placed in front of each video/simulator: Simulators mimic real-life action and allow the Guest more control, usually require both hands and feet. These are classic games like shooting games, racing games, etc. Guests can purchase unlimited video/ game for Guest comfort. Pushed in when not in use. simulator packages. Ask about it! • Big Winner’s Cups (stacked 15 high) are placed on each table for Guests to use to Redemption: Games that give the Guest tickets or prizes. hold coins and cards dispensed from certain games. virtual reality: VR for short, it is an interactive computer-generated experience taking place within a simulated • Floors, games, and tables are kept clear and environment that allows the Guest to feel like they are in another world. The game requires a VR headset and clean at all times. controller. WHAT IS THE WIN? What do the colors mean on the game swipes? • The WIN is where Guests take the tickets they have won, from playing redemption games, Embed is our Power Card swipe system. Conveniently, it’s color coded for easy game identification and trouble shooting: and cash them in for prizes. Blue: Simulator Game Gold: Promo Game • If paper tickets arrive, they are weighed on Green: Redemption Game Purple: Simulator, but not eligible for free play a scale to determine how many tickets the Red: Game Error Rainbow: Dispensing Tickets Guest has. For our games that give tickets, Guests will receive eTickets! These are automatically loaded onto the Guest’s • Tickets are loaded on their Power Card and Power Card when they win tickets. It saves the Guest a step when shopping in the WIN. Tickets and game used like a debit card for purchases. Only chips never expire and are good at any Dave & Buster’s. tickets, not game chips or cash, can be used for prize selection. • Each prize has a “price” or a certain number of tickets needed to “buy” the item. Prize amounts range from 10 tickets to over 100,000 tickets! • Children are not allowed to enter the WIN without an adult to monitor and approve purchases.

power card options What are POwer cards? $10 = ___ chips (4.8 chips/$1) Super +$2 = ___ chips (5 chips/$1) $20 = ___ chips (5 chips/$1) +$3 = ___ chips (5.4 chips/$1) • Needed to play games and redeem $25 = ___ chips (5.4 chips/$1) Charge +$4 = ___ chips (5.9 chips/$1) prizes $35 = ___ chips (5.7 chips/$1) +$5 = ___ chips (6.25 chips/$1) $50 = ___ chips (6 chips/$1) It! +$6 = ___ chips (6.7 chips/$1) • Cards can be recharged • Never expire Get 25% more! • Good at all D&B locations • ONE MORE GAME: If the Guest has Best BUY! fewer chips than our lowest priced MEGA CHIPS $75 = 550 chips or $100 = 750 chips game, they can get a swipe on skeeball to zero it out. 4, 5, or 6 player packs Power Hour Power Card Activation $3 • 4, 5, or 6 cards of the same denominations-no mixing • Monday-Friday only, during specified times. • Includes a FREE Supercharge • Includes Simulator/Video games only (Blue swipes) (One time fee for activating a new card, • Only available on the $25, $35, and $50 denominations • $10 for 60 minutes of unlimited game play. but Guest receives 15 bonus chips FREE) • Must be all new or all recharges-no mixing • 1 swipe per minute limitation. • New card activation not included • Begins counting time on the first card swipe. Understanding chip value Coupons What is the rewards program? For $1 a Guest can get 3 chips. The What is it? higher the power card amount, the • Guests can only use 1 coupon per card per day. better chip per dollar value. Look above • $10 for $10 or $20 for $20 coupons must be rang in • Free to join. Need an active power card to sign up. in the gray text and see why the $50 • Can register at a kiosk or online or at Supercharge is the best value. as two $10 or two $20 transactions. The Guest CAN supercharge both transactions. www.daveandbusters.com. Let’s break down the Supercharge. $1=3 • These are not $10 or $20 off other packages or chips, but if the Guest purchases $10, for power cards. (i.e. $10 off $20) Standard Rewards Program Membership Benefits: $2 more they get 12 chips vs 6. For $20 • Coupons must be turned in to deposits. • Coupons for food, drinks and games monthly. (coupon they get 25 vs 9, and so on. Do you see the • See your manager on how to handle phone coupons. value in the higher amounts now? What $ expires) does the Guest save on the Player Packs? What is the Kiosk/Power up station? • Can locate lost/stolen cards. • Buy $10 Get $10 coupon for signing up. (coupon expires) Types of Power Cards It’s a touch screen system that allows the Guest to: • Guests earn 1 Reward Point for every $1 they spend in • Buy new cards or recharge existing ones. • Power Tap & Play Card • Pay with cash or credit card. food, drinks, and games (exclusions apply). • Power Tap Bracelet • Sign up for the Rewards Program. • At 100 Reward Points, the Guest receives $10 in game • Power Tap Lanyard • Check their card balance and history. • Power Tap Wand • RFIDs will not work at the Kiosk play automatically added to their card within 24-48 hrs. • Digital Power Card NOTE: Chips expire. Membership Eligibility and Key Rules: • All Guests are eligible to register one Power Card only.

D&B Winner app Dave & Buster’s is the first entertainment concept to GO DIGITAL with Power Cards and we are proud of it! That’s why we want every one of our Guests to download our new mobile app where Guests can recharge their Power Card, track their Reward’s status and even play games! It is up to every team member to convey the benefits of the app to our Guests and encourage as many downloads as possible! What is expected of me? • Mention the benefits of the Mobile App to all Guests and encourage them to download the app! • Ask all Guests if they are Rewards members before processing payment. • Utilize all Mobile App marketing collateral appropriately. benefits of the mobile app why is D&B going digital? • Add existing Power Card(s) to the mobile app • Improved Speed of Service - Guests don’t to recharge anywhere, anytime. have to wait in line to charge a Power • Check ticket levels and chip balances. Card. This gets our Guests to the games • Add up to 6 VR Attraction Chips to a Power even faster! • More Guest data - We learn what they like! Card. • Customized promotions to Rewards • Sign up for Dave & Buster’s Rewards members based on spending habits. GUESTS CAN GET Program. A DIGITAL POWER • Receive rewards & exclusive offers CARd AND TAP TO • Skip the line. ACTIVATE GAMES • Easy Recharge alerts when balance is low so WITH THEIR PHONE Guests can recharge without ever leaving the midway. • Option to purchase a Digital Power Card. Beneftis of digital Power card • Purchase a Digital Power Card and add to phone’s wallet. • Tap to Activate Games with phone/watch. Why Rewards? • Rewards members spend 25% more than non members. • Rewards members visit more frequently than non members.

FOOD

The Kitchen display system (kds) 1. What is kds? KDS COOK TIME 4. Where is my food? 9 min KDS is our system that times KDS is set up to alert employees if items in the kitchen are reaching a critical ticket each item in accordance with time. These alerts prioritize food to help us get it to the Guest in a timely manner. how long it takes to prepare it to recipe. Each menu item you Time display– As soon as a table has ordered food, a time display will appear in the learn about will have the KDS cook time listed. This is good box on the Expo Monitor. This display enables staff to view the correct ticket time on rule to know for each menu food rung to the kitchen. item. Yellow– When the ticket time is close to approaching the recommended KDS The kitchen staff cooks each item as it appears on their station cook time, the items in the kitchen and the box on Expo Monitor turns Yellow. monitor, and all items are timed so they hit the window at the same time to ensure the freshest and best quality. Red– When the ticket time has exceeded the recommended KDS cook time, the 2. Expo items in the kitchen and the box on Expo Monitor turns Red. A manager should be alerted. As the kitchen prepares each menu item, they place it in the Expo Window. The Expo is the person responsible for coordinating and Flashing– When the table shows a flashing dotted line around the box on the Expo leading the kitchen in regard to timing, food quality, and pressure point relief. monitor, this indicates that all stations have ‘sold’ the food to the window and the food is ready to be delivered to the Guest. Only a manager or approved Expo may pull food from the window. Example: Check # Time Please do not pull any food from the window without approval. Table is flashing around the Seat # Item border (ready to serve). Table # Server 3. Reading kds Ensuring Guest Service Standards Each table is a white box on the KDS screen. The box contains a • Ring in the order on your tablet while at the table. running time from when it was received by KDS until when it is sold. • Make sure that you ring it in using the correct pivot point order. Use Next Seat. By double touching a table box on the screen, the Expo is able to see • Repeat the order back to the Guest. all items that have been rung in on the check. Items are color coded • Ring in appetizers and entrees at the same time, the kitchen will course them for you. to alert the Expo to the status of the food in the kitchen: • Remember to ask “As Entree” for Appetizers and Kid’s food items. • Deliver appetizer plates and bottled condiments to the table PRIOR to food arrival. • Green indicates the item has not ‘fired’ to the station or has not begun the cooking process Forgot to ring in item? Food over 15 minutes? Guest seems unhappy? Keep your Manager informed and involved! • Blue indicates that the item has been ‘fired’ to the appropriate station and the food is cooking • Grey indicates that the item has been ‘bumped’ and is ready to serve.

Food service specs & Standards Food delivery standards Tray standards Frill Picks: Remove frill picks prior to placing the food in front of the Guest. Safety Safety Safety: Be sure to use your safety words when moving about the A best practice is to remove it prior to running the food and placing the building: Corner In/Out, Behind You, Tray In/Out are all important safety words. pick under the item so you can keep track of multiple temperatures on a table. Carrying Items on Trays: Our team may carry ONE item (food or beverage) in each hand at any time. Avoid stacking items on your arms or in your hands. THREE or Bottled Condiments and Appetizer Plates: All bottled condiments and more items must be carried on a tray, and all items must lay flat. app plates should be delivered prior to food arrival by the server or Large Tray = Tray Jack: If you carry out items on a large food tray, you must take a bartender. The person bussing the table should return condiments to the tray jack with you. This will give you a safe and secure place to set your tray so you don’t place it on a table or ledge where it may fall. Return any trays and tray correct location and not leave them on the table. jacks to their designated area so other team members may use them. Sides of Sauces and Dressings: All sides and extra dressings or sauces Trays are not Bus Tubs: Do not use trays to bus menu items. If trays are used should be rang in and charged for appropriately. They should also be to hold dirty dishes at any time, they must be cleaned and sanitized prior to served on an app plate with a bev nap with a clean ramekin or fondue returning them to the line. cup. Food quality indicators & Food Service Wet Naps: Ribs and wings receive wet naps served on the side of the plate How do we know if our food is ready to serve? We look at our food quality indicators near the fondue cup or ramekin. Avoid placing it directly on the food. or FQIs. These are visual cues you can see by just looking at the item. All dishes should have clean rims and the presentation should look like the pictures. Steak Knives, Spoons, and Forks: If an item is served with a steak knife, chilled/room temp fork, or a spoon, it should be place IN the dish with the Pastas: Pasta is slightly firm not swollen or mushy. Pastas are not flat in dishes but sit in a raised mound. Looks moist and covered evenly with sauce not dried handle facing the right at 3:00. Knives should be served with the serrated out. edge facing down and the handle sticking out at 3:00 (unless otherwise Garnishes and Sauces: Evenly distributed. Cheeses melted. Veggie garnishes bright and crisp. Sauces are fresh, not watery or crusty. specified). Salads: All lettuce is fresh, moist and bright – no wilted discolored edges or Placing Items in Front of the Guest: When placing items in front Burger to Belly pieces. Tossed salads have correct proportion of dressing added and evenly of the Guest it is important to place the protein directly in mixed with all ingredients. Salads are built properly and mounded in the center front of them. (i.e. Burger to Belly). If the protein is in the of the plate. center of the dish (or there is no protein), just place it in front of the Guest. If there is silverware in the dish, it should Fried/Toasted Items: Crispy, not over cooked, dry, or soggy. Golden brown and always be served at the Guest’s 3:00. Shared appetizers and seasoned evenly. desserts should be placed in the center of the table. Grilled Items: Grill marks (diamond shaped). Cooked properly, not burnt or dried Ask Me: Pay close attention to the out. ASK MEs in the snapbooks. These are questions that you will need to ask the Guest before ringing Breads and Buns: Soft and slightly toasted, not hard or crusty, soggy or cracked. in the item into simphony. Communicate special requests and “You Got It” moments with your team.

to go packaging guidelines It takes all of us working together to sucessfully execute To Go Orders. Here are the responsibilties for each station. KITCHEN PREPARES ORDER TEAM MEMBER PACKS UP TO GO** • Ensure all items follow To Go Spec Posters • Follow To Go Spec Posters for each station • No logos (including wet naps, bags, • Use the Spec To Go box or packaging for each menu item receipts, business cards, 20 for 20 • Salads – prepared dry, all dressing packaged on the side coupons, etc.) • Fries – white paper cone placed inside a food boat (keeps • To Go utencils for all items • Maintain Order Accuracy fries hot and crispy) • Double check all items are included and marked off on the chit • Sauces - all on the side (Sour Cream, Salsa, etc.) • Ensure items with modifiers (especially allergens) are followed • Sauce Drizzles – packaged on the side and clearly labeled • Ready to sell – place To Go box OPEN in window (expo • Ensure all sides, French Fries, sauces, single serve condiments, and correct amount of flatware are included closes them) • 2 Ketchups for each order of French Fries • 1 Mayo, 1 Mustard for each Burger EXPO PREPS SOLD ORDER • 2 Wet Naps per Wings order (without D&B logo) • Bag all hot and all cold items separately – i.e., no dessert/salad • Salads – should be dry, all dressing on the side with hot food • Sauce Drizzles – menu items with drizzles should be dry, all • Secure all bags and drink cups with security labels and staple chit to the bag STAPLE TO TO-GO BAG drizzles on the side • Close all boxes once verified as complete • Write “1 of 2”, “2 of 2”, etc. for orders with multiple items and/or bags Leftovers • Write Guest name and third party name on bag, ex: “Smith/DoorDash” For dine-in Guests that want to take home leftovers, drop off • Staple bag with chit - no receipts! Medium To-Go Boxes and a To-Go Bag to the Guest at the table. • Pizza boxes are transported separately. Do not put them in the To Go Bag. We DO NOT package up leftovers for Guests. • Bring completed order to desginated Dave & Buster’s branded To-Go Bags should be used for delivery pick up area. 1 of 2 leftovers only! **All stores should have a To Go Staging area stocked with all Smith/Door Dash items needed to build To Go orders including bags, security labels, markers, flatware, single serve condiments, etc.

food allergy procedures Food Allergy vs. Food Intolerance Dressings all dressings are served in a ramekin on an app plate w/ a bev nap A Food Allergy is an adverse reaction to food that involves the immune system, causing a • Ranch mild to severe reaction in the body. Severe reactions may lead to a medical emergency, or • Caesar ultimately, death. • Balsamic Vinaigrette • Oil & Vinegar A Food Intolerance is an abnormal response to food that does not involve the immune • Bleu Cheese system, but causes discomfort (i.e. an upset stomach). These are not usually life threatening. About 4% of the US population has food allergies...that’s almost 1 out of every 25 guests. Common Allergies: Wheat/Gluten, Peanut, Tree Nuts, Soy, Dressing allergen alert Egg, Milk, Fish, and Shellfish. (and mustard & Sesame in canada) Summary/Steps of the Guest Allergen Protocol • Caesar Dressing contains anchovies 1. When a Guest tells you they have an allergy, alert a Manager and locate the laminated Serving points for pastas & Salads Allergen Menus. • Always serve salads and pasta with cracked pepper 2. If possible, the Manager should deliver the menu to the Guest. • Offer parmesan cheese with all pastas • Deliver a soup spoon with all pastas with linguini 3. Once the Guest selects an item, ring it in and select the **Allergy** food modification • Deliver a chilled fork with all salads and desserts button. The system will prompt you to type in the Guest’s allergy type. Be sure • Salads should be served on a chilled plate to follow all instructions in the Allergy Menu. Some items required additional modifications. Desserts 4. The Kitchen Team will use fresh, clean and sanitized utensils to • Offer Dessert about 3/4 of the way into the meal. prepare the item. • Offer and deliver silverware and additional plates. • Cold desserts should be served on a chilled plate. 5. The Kitchen Team will place the menu item in an Ultimate Bowl • Run desserts as soon as they come up in the window. covered with a Dome Lid to indicate that it is an allergy menu item. It also prevents cross-contamination with other items in the All of our desserts may cause a window. Reaction for someone with an allergy! 6. When the order is ready the KM will alert the Manager. A Manager should always hand Even a scoop of ice cream! deliver the item to the Guest. Separate from the other items on the tray, with the lid still on. 7. The Manager will check to make sure the item was prepared to the Guest’s specifications, and do a 2 bite 2 minute check back to ensure the item is correct. If someone is having an allergic reaction, do not deny it, do not argue All desserts are pre-made off-site. Therefore, our control of with the Guest or defend the restaurant. cross-contamination is limited and D&B cannot guarantee that desserts are CALL 911 for medical assistance. free of whatever allergy the guest has.

BEVERAGE

the basics of liquor Dave & Buster’s serves many types of liquors. What is liquor? It is a purified beverage, liquor or spirit in a drinkable form containing ethanol (a form of alcohol) that is produced by means of condensing fermented grain, fruit, or vegetables. what types do we carry? Liquor can be broken down into 8 basic categories. Most liquors fit into these main categories. Check out your Salesmanship Pocket Guide in your Snapbook to find out what brands we carry of each type. Vodka: Vodka is a neutral-flavored, clear spirit. Most vodka is tasteless, odorless, and clear (like water) in color. Of all the liquors in the world, vodka is the most pure and has the least flavor. Because of it’s neutral taste, vodka pairs great with a lot of mixers. Some classic cocktails like The Screwdriver or The Cape Cod are made with vodka. Rum: Rum is a spirit distilled from sugar cane or molasses. Pirates and sailors used to drink rum while they were battling the high seas! Rum can either be clear or brown in color, the color comes from the barrel aging process. It is often aged in wooden barrels, and the majority of the world’s rum is produced in the Caribbean and Latin America. Tropical drinks like Pina Coladas and Mai Tais are made with Rum. Gin: Gin is a clear spirit that derives its predominant flavor from Juniper berries. Distilled from grains or malt, gin can also be flavored with fruit, or regional botanicals. A botanical is any substance obtained from plants, and used as an additive. (ie: Juniper berries and Coriander seeds) The Gin & Tonic is a classic Gin cocktail. Bourbon/Whiskey: Whiskey is a spirit that is distilled from fermented grains. Whiskey is aged in wooden barrels that impart flavors, aromas, and color into the whiskey. Bourbon whiskey must contain between 51% and 80% corn. It is aged in new charred-oak barrels for a minimum of two years. Rye whiskey is made with at least 51% rye. Irish whiskey is distilled only in Ireland and must be aged for at least three years and be a minimum of 80 proof. Canadian whiskey must be produced in Canada and aged for at least three years. Most canadian whiskies are blended multi -grain liquors. American whiskey is a light-bodied beverage that has rich flavor and unique character. Federal law states that American whiskey has to be at least 20 percent straight whiskey. Scotch: For Scotch whisky to be called Scotch, it MUST come from Scotland. All Scotch whisky must be aged in oak barrels for at least three years. A single malt scotch is made with malted barley in pot stills at a single distillery. Blended scotch whisky is made by combining several single malts with wheat and or corn whiskies in column stills from two or more distilleries. Tequila: Tequila is made from distilling fermented blue agave and by law must contain at least 51% blue agave! Premium tequila is made using 100% blue agave sugars and can be broken into three categories. Silver tequila is unaged and bottled directly from the still. Reposado (which means rested) tequila is barrel aged for 2 months to a year. Anejo tequila is aged from one to three years in small oak barrels. Drink Counts Brandy/Cognac: All cognac is brandy, but not all brandy is cognac. Brandy is distilled from a fermented mash of fruits; Standard D&B Drink Pour = 1.25 oz most commonly grapes. It is then aged in oak casks and usually bottled at 80 proof. Cognac is the most prestiguious of all 50 proof = .5 drink brandies and is made in the Cognac region of France. 70 proof = .75 drink 80 proof = 1 drink Cordials/liqueurs: Cordials and Liqueurs are spirits that are flavored in a variety of ways including mixing in or redistilling 100 proof = 1.5 drinks with favoring agents and often with added sugars. In general, they range from as little as 20 proof to 80 proof. These spirits can add unique flavors to a cocktail!

From well...to wow Guide the fun from well to wow activity time oWauderrhminMakevORneoRuErsdENoaenTAmrAd,BayLmOonSuyaUkgsTehreogaurtelddartaislnwukgaogypsetsipotrinoasnctstih.caeWtSemupagrngiydeestitmo2ue,rSsseeollulvr1es.GuToehnseotsGffuederoisnnt’gtwkqinulloalwloitoywkihntoegrryeeodtuoietsonttagsrutai!dneWd tuhhneeinmquytoehurfootaoukdgehand Complete the following with your trainer. beverage items. There is truly something for everyone at D&B. DRINK PROMOTIONS Well to Wow is the philosophy of taking our Guests from a well drink (i.e. well liquor or a basic drink) to a List any drink promotions at your store. WOW drink (i.e. higher tier liquors or signature drinks). Why? Coming to Dave & Buster’s is an experience to remember, and our food, drinks, games, and service should reflect that! Why would the Guest get a regular Happy Hour: cocktail when they could have a Signature Cocktail that includes a souvenir mug (Tito’s Mega Mule)? Why get a regular margarita when we have so many amazing flavors and options? A true Guest Ambassador works to make the Guest experience great by making awesome suggestions and guiding them through the menu. Don’t forget to use your tools! LTO Promotions: Pictures sell more than words. So when you make suggestions, use your menus and table tents. They are great tools to help the Guest see all of our options and will help you in a pinch if they ask what’s in a drink, what liquors we have, or more. You should also use your Salesmanship Pocket Guide to help you answer Guest questions like what we local beers we have on draft, the prices of our cocktails, and more! It’s a great tool for you! Check out these examples of guiding the guest from well to wow The Guest asks for a margarita: Instead of saying ‘frozen or on the rocks’, try saying, ‘Which one? Here let me show you our options. (FLIP TO THE MARGARITA SECTION OF THE MENU) My favorites are the Original Coronarita or the Strawberry Watermelon Margarita. The Strawberry Watermelon Margarita comes with 5 Strawberry Infused Ice Cubes that melt in your drink to add in even more craveable flavor! Would you like to try one of those?’ —-> You rock out your Suggest 2, Sell 1 AND work your Well to Wow! The Guest orders a rum and coke: Instead of saying ‘You Got It’, try saying ‘which rum would you like? We have …(list 3, you can also flip toward the back of the drink menu and show them our liquor options). It’s Happy Hour, so they’re all 1/2 off now, too’. —-> Great Well to Wow action here, and you added value to their experience by letting them know about a current promotion! Don’t forget to ID Any time a Guest orders an alcoholic beverage, don’t forget to ID all Guests that look under 30! Check the date to make sure they are 21. Today’s date, ___________. Supercharge your Drink! For only $3, Guests can add a Supercharge to their drink! This gives the guest an exta 0.75 oz of liquor in their drink! All Margaritas, Mojitos, and Single Liquor Cocktails can be supercharged! Its a great way to add value to the Guest’s experience and increase your check average!

the basics of beer Types of beer Serving Beer Safely Dave & Buster’s offers a wide variety of different beers. Some Guests come in knowing what they It’s important to know that alcohol percentage in beer want, while others want to know what we have to offer. Beer can be broken down into a few basic can vary by brand. For example, Bud Light is at 4.2% categories: alcohol vs Blue Moon that is at 5.4%. It doesn’t seem like much, but many craft beers are even higher. • Domestic: American-style recipe and brewing methods. Look below to see how it impacts how much you are • Imported: Recipe and brewing methods from the style of the corresponding country. ACTUALLY serving your Guests. It’s important to know the alcohol % of each beer you offer. (i.e. Dos Equis=Mexican style) • Craft Beer: Distinctive flavor, produced in smaller quantities and distributed in a particular region. Drink Counts Drink Counts • Malt: Made from malted barley, syrup water and sugar. based on an average 4.5% based on an average 6.5% • Non-Alcoholic: Alcohol has been mostly removed. Note: since it contains a small percent of alcohol, alcohol content alcohol content this beer is NOT available to minors. 12 oz Bottle 1 drink 12 oz Bottle 1.5 drinks Beer sizes 16 oz Draft 1.5 drinks 16 oz Draft 2 drinks 22 oz Draft 2 drinks 22 oz Draft 2.75 drinks We offer both packaged and draft beer. While our bottled/canned beer is a specific size, 50 oz Draft 4.25 drinks 50 oz Draft 6 drinks we have 4 draft sizes for our Guests’ consumption. It is important to ask your Guests 100 oz Draft 8.5 drinks 100 oz Draft 12 drinks which size of draft beer they’d like. Some stores offer specials or Happy Hour deals that may affect their choice. We always wants our Guests to feel like they are getting Beer Tube Guidelines the best value for their dollar, so let them know about any drink promotions we have. • As with any of our alcoholic drinks, the Drink 50 oz Beer Tube count is extremely important. You must be extremely diligent in your awareness of Drink (requires 2 IDs) Counts when serving Beer Tubes. 100 oz Beer Tube • Be sure to deliver the correct number of pint (requires 4 IDs) glasses with the beer tube. Bottled Beer Bucket 16 oz 22 oz 2 beers per Guest Beer options So, what beers do we have on draft? Great questions! It varies by store, so ask your trainer. It’s important to write down the full list in your Salesmanship Pocket Guide so you are prepared when a Guest asks you. You can also use your Table Tents and drink menus to show a Guest our promotions or offerings. Beer promotions What Beer Promotions does your store have right now? Be sure to write them on you Salesmanship Pocket Guide!

the basics of wine Wine is an alcoholic beverage made from fermented fruit juice, usually from grapes with a few other flavors added in. Most wine is made with grapes, but they’re not like the ones you find in the grocery store. Wine grapes (latin name: Vitis vinifera) are smaller, sweeter, have thick skins, and contain seeds. As with liquor and beer, wine comes in a variety of styles and flavors. There are 4 basic types of wine: sparkling, blush, white, and red. Our Guests usually know what type they prefer, but they will occasionally ask you to help them out. Read below to learn more about each one! Red wine: Red wines are red because of the amount of contact between the juice and the skins Table Grapes vs Wine Grapes before and during fermentation. In general, red wine is medium to full bodied with flavors of cherries, berries and plum. Additional flavors include vanilla, clove, mocha, smoke, earth and pepper. Red wines include Pinto Noir, Merlot, Red Blends, Cabernet Sauvignon, and Malbec. White Wine: White wine can be produced from light or dark-skinned grapes as long as the juice is separated from the skin early in the wine making process; it is the contact with the skin that creates the color in the wine. In general white wins are lighter bodies and include flavors of citrus, apples, pears, melons, pineapple & passion fruit. White wines include Chardonnay, Pinot Grigio, Sauvignon Blanc, and Moscato. Chardonnay can range from light to medium bodied due to barrel agining, which produces nuances of vanilla, caramel, oak and butter. blush wines: Blush wines are pink because of the amount of contact between the juice and the skins before and during fermentation; this is much shorter than red wines. Blush wines are fruity, sweet and light bodied with flavors of red berries, melon and elderflower. Blush wines include White Zindfandel and Rose. sparkling: Sparkling wine is a wine with significant levels of carbon dioxide in it, which makes it fizzy. While most commonly referred to as champange, the term is to only be used to describe sparkling wine produced in the Champagne region of France. Sparkling wine is usually either white or rose. The carbon dioxide that results in the fizziness can either be the result of natural fermentation, or as a result of carbon dioxide injection more common in cheaper wines. Drink Counts By the Glass By the Bottle 6 oz glass = 1.25 drinks Serving Size: 6 oz or 9 oz The Bartender will open the bottle and place it 9 oz glass = 2 drinks in the well. The server will deliver the bottle of Poured to the bottom line of the logo for a 6 oz portion or wine and the correct number of glasses. to the top line of the logo for Serving Placement: a 9 oz portion Red Wine: In the center of the table. White/Blush/Sparkling Wines: In wine chiller next to the Guest that ordered the bottle.

SPECIAL EVENTS

Let’s get the party started the party crew who are guests are It takes a lot of people working together to make an event great! Corporate Guests: work for companies that choose to book their event with D&B. These Guests usually come for Here are just a few of the people you will get to know! our meeting spaces and A.V. capabilities, but they will also celebrate promotions, retirements, product launches, and other social-type events. • Party Host: books an event with D&B SMERF Guests: groups that belong to an organization to celebrate! This can be school, military, non-profit or • Special Events Team: your in-store sales religious groups. Social Guests: are individuals from our community that come in to celebrate, hang out, and just have a good time. team These can be graduations, birthdays, anniversary parties, bachelor/bachelorette parties, and more! • The Sales Center: our National call center event areas sales team at WHQ • BOH Manager: coordinates and List the event areas that your store offers with a little information about each: Name # of Guests Special Notes communicates between the Kitchen and Party Managers 1. • Kitchen Manager: responsible for working through Banquet Chefs and other 2. kitchen employees to set up, prepare, and deliver quality food 3. • Party Manager: the Manager responsible for a specific event 4. • Party Lead: an experienced party server that is responsible for staying in the event 5. area at all times, is responsible for event maintenance, and plays a key part in 6. beverage service • A-V Tech: is responsible for assisting Guests 7. with their audio-visual needs • Referee: sets up and executes our Team 8. Building Events...they’re paid to play! • Party Servers & Bartenders: team members that are responsible for setting up events, executing Service Standards, and resetting events • Support Staff: made up of Front Desk, Host, Captains, and Service Support, they provide key Team Assist responsibilities 9. special event promotions List any current promotions for your store:

Let’s get the party started buffet options beverage packages Using the “Event Guide”, write Down 2 Buffets cash Bar: With this package the Host has chosen not to purchase beverages for the event. Guests may pay as they that you would order if you were a Guest. go or open tabs with their Servers and Bartenders. Appetizer: Drink Tickets: Guests receive a predetermined amount of tickets that are good for beverages. The Host may limit Signature Buffet: the beverages that may be ordered. The details are printed on each ticket. Servers and Bartenders should write down the drink ordered on each ticket and keep them until the end of the event, in case of audit. Design Your Own Appetizer (Build 1): Unlimited Coffee, Tea, and Soda: The Host has chosen to allow Guests to received an unlimited amount of coffee, tea, Design Your Own Buffet (Build 1): and sodas. Beverages do not need to be rang in by servers and bartenders. Breakfast: Open Bar: The Host has chosen to purchase ALL beverages for the event. As with Drink Tickets, there may be limitations. Check with the Party Manager for details. Lunch: add-ons: Since many of our packages are limited to specifics, a Host may choose to add additional items like Red Bull or Virgin drinks to an UCTS package. RAS: Drink counting can be complicated and difficult during a party. Guests are able to order from more than one Server and move around frequently. Observe and talk to each Guest as they arrive. This will help you recognize changes in behavior later on. list signs of intoxication: Stations: Dessert: amusements options Holiday: Power Cards: Guests receive a bonus on their cards for booking an event. Bar by the Hour: Game Rentals: a Host can add billiard, shuffleboard, golf, or other game time to their event. 3 types (Premium, House, Beer/Wine) Team Building: a series of games that help teams develop leadership abilities and communication skills while having a great time in our Midway.

DEPOSITS

banked checkout procedures opening bank procedures TIP SHARE PROCEDURES Step #1: pick up your bank Step #2: walk to your area Step #3: set up your drawer Service Support • Ask Deposits for a bank matching the area you • Use the 2-person • Swipe into Micros, and select Tip 1% of All Sales (rounded to will be working. system to walk the bank Functions to assign your drawer. the nearest $100, minus Power to your area. • Count and match the bills and coins in your • Place ALL money into the drawer. Do Cards, Gift Cards, and Taxes). bank, and compare to the register tape inside. • Never walk with your not leave any money in the bank. The totals should match. bank alone. Bartenders • Close the drawer and keep the bank • Make sure you have all needed Power Cards, in your area for the return trip. All tips should be placed in Gift Cards, and a counterfeit pen. the tip jar immediately after closing the check. If more than closing bank procedures 1 bartender is working, the tips should be pulled and split Tip: Make your checkout easy! Keep your credit card slips organized by type throughout your shift. evenly at the beginning and end of all bartender shifts. Step #1: Pull the drawer Step #2: walk to deposits Step #3: Prepare your checkout bar backs • Organize all bills and • Use the 2-person system to walk • You will perform a “blind drop”. The manager coins in the correct slots the bank to Deposits. will place your bank, along with 1 copy of your Bar Backs receive 1 unit and in the bank. financial, in Deposits. The other copy will go to you the Bartenders receive 2 • Never walk with your bank alone. to prepare your checkout. • Place any remaining Gift units, minus Service Support Cards or Power Cards in SB • For each payment type, count the number of each tip share. For example: If 2 the bank. SB type of credit card slip and match against the Bartenders make $150 total SB quantity shown on your financial. and tip Service Support $10, • Pull out the drawer SB they have $140 left. Since Bar and check underneath. • Initial next to the number. If they do not match, sum counts as 2 and Bar Backs Doublecheck to make SB the dollar totals. If neither match, see a Manager. sure all receipts, cash, are 1, the total units are coins, and cards have • Match the number of discounts on your financial 5. $140/5=$28/ unit. Each been removed. with the number of discount slips. If the numbers Bartender receives $56 each, do not match, sum the dollar totals. If neither and Bar Back receives $28. • Close the bank and call match, see a Manager. ($14 from each bartender) the manager to run your employee financial. You • Write down your Cash and Credit Tips. Put all credit It is the responsibility of will need 2 copies. card and discount slips in a bank bag or media employees who are tipped wallet with your initialed employee financial. Place directly by D&B guests or other • Place your organized it in the Deposits drop window. D&B team members to claim all credit card slips and tips at the end of every shift in comp checks on top of • BARTENDERS: You must claim your cash and credit Kronos. If an employee’s tips the bank or in a media card tips (service charge) when clocking out. are distributed via deposits, it wallet. is the responsibility of the store • FRONT DESK: You must claim your Cash and Credit management or deposits team Card Tips (service charge) in Kronos when clocking to record the employee’s tips in out. Kronos.

non-banked checkout procedures Tip: Make your checkout easy! Keep your credit card slips organized by type throughout your shift. TIP SHARE PROCEDURES Step #1: Stay organized Step #2: Prepare your checkout Service Support • Keep all of your payments • Grab an empty bank bag and write the date, and associated closed your name, and the shift you worked on it. Tip 1% of All Sales (rounded to checks organized by type the nearest $100, minus Power (i.e. gift card slips, credit • Total the amount of each credit card slip by card slips, checks, D&B type and match against the amount shown Cards, Gift Cards, and Taxes). Dollars, etc). on your financial. (i.e. $342.49 Visa) Service Bartender • Ensure all comp slips are • Initial next to each amount. If they do not initialed by a Manager and match, see a Manager. Tip 1% of All Sales (rounded to kept together. the nearest $100, minus Power • Do this for each payment type. • Handle all cash • Match the number of discounts on your Cards, Gift Cards, and Taxes). transactions away from Guest areas. financial with the number of discount slips. Tip share steps • Initial next to the number. If they do not SB • Grab 2 small envelopes. SB match, sum the dollar totals. If neither • Write Service Bar on one SB match, see a Manager. SB • Count out and set aside the amount of cash and Service Support on the listed in the Total Due. It must be EXACT. Get other. SB change from a banked employee, if needed. On each envelope: • Write down your Cash and Credit Tips. • Write your name • Put all cash, coin, credit card, comp slips, and • Your shift your 2 tip share envelopes in a bank bag with • Tip amount your initialed employee financial. • Adjusted sales amount • Seal the bag and place it in the Deposits drop • Seal the 2 envelopes in your window. deposits drop bag with your • When clocking out, enter in your Credit Card financial, cash, and slips, Tips (service charge) from your employee and place it in the Deposits financial. Then, enter in your Cash Tips. Be drop window. sure to claim 100% of your tips. It is the responsibility of Negative total due? employees who are tipped directly by D&B guests or other Print an extra copy of your financial and take it to D&B team members to claim all Deposits. (or the Front Desk) They will give you tips at the end of every shift in the dollar amount owed, and keep the financial Kronos. If an employee’s tips to turn in with their checkout. Complete all other are distributed via deposits, it checkout and tip share steps as outlined. is the responsibility of the store management or deposits team to record the employee’s tips in Kronos.

cashing out gift cards CA, CO, MA, OR, RI, & TX STORES ONLY Some state laws require that D&B Gift Cards with certain balances can and must be redeemed for cash upon the Guest’s request. See below instructions for the Micros Simphony system. D&B policy states we will refund the following GCs: California- $9.99 or less Colorado- $5.00 or less Massachusetts- $5.00 or less Oregon- $5.00 or less Texas- $2.99 or less Rhode Island- $0.99 or less Do not automatically do this unless a Guest asks you for their balance in cash. This message will If the balance is below a specific amount and the appear anytime you Guest wants the remaining funds in cash: do a balance inquiry 1. Press the Cashout G/C Button or authorize a gift card. 2. Take the cash balance from your bank to give to the Guest 3. Save a copy of the closed receipt and turn it in with your check out

How to claim your tips For bartenders, waitstaff, and cocktail only How to enter in shift tips Why do we claim tips? 1. After completing your checkout in Deposits, write down 2 items before sealing it up in the bag and turning it in. You will need the following It’s the law! It is the information to clock out: responsibility of • Cash Tips (all tips earned, minus your tip out and charge tips) • Credit Card Tips (Charge Tips, you can also find it under the Service employees who are tipped Charges section) directly by D&B Guests or other D&B team members 2. At PC Clock, Press “Clock Out” and enter in your Employee ID. As you to claim 100% of all tips type, your ID will appear at the top right of the screen. Make sure this is at the end of every shift in you so you don’t accidently clock someone else out. Kronos. NOTE: DON’T PRESS ’ENTER’ UNTIL ALL ENTRIES HAVE BEEN MADE. To get to the next line, simply touch it with your finger. If an employee’s tips are distributed via deposits, 3. First, touch ‘CREDIT TIPS’ and it is the responsibility of enter in your Charge Tips from the store management or your employee financial. deposits team to record 4. Next, touch ‘CASH TIPS’ first, and enter in your Cash Tips using the employee’s tips in the keypad. (Cash tips entered should be the amount of cash you are walking home with minus your credit tips and tip share). You must Kronos. claim 100% of your tips! 5. Then, After all entries have been made, touch the ‘ENTER’ key and D&B can face significant it will save the information and clock you out. fines if this responsibility is not completed effectively. Tips we claim for you • Special Events Tips: Tips earned during an event or party will be added to your next paycheck. • Unclaimed Credit Card Tips: Management and the Deposits team will claim any unclaimed credit card tips using Micros reporting. • Tip Share: If you receive tip share as Service Support Staff, we will claim those tips for you.

SERVSAFE

Servsafe review Gender: Male john Gender: Male winston juliA justin Age: 50-55 years old Age: 40-45 years old Gender: Female Gender: Male Body type: Normal build with Body type: Lean build and average Age: 25-30 years old Age: 25-30 years old average height and weight (about height—muscular and athletic (about Body type: Tall with average weight— Body type: Large build, slightly overweight 220 lbs) 180 lbs) appears to be muscular and athletic (about 240 lbs) Emotional state: Happy, relaxed Emotional state: Calm, relaxed (about 140 lbs) Emotional state: Agitated Drinks consumed in 1 hour: 2 Bud Drinks consumed in 1 hour: 2 Original Emotional state: Calm, relaxed Drinks consumed in 1 hour: Two 22 oz Coors Light pints Coronarita Margaritas Drinks consumed in 1 hour: Unsure Lights Food consumed: None Food consumed: None Food consumed: Hamburger Food consumed: None How many drinks has he now had? How many drinks has he now had? How many drinks has she now had? How many drinks has he now had? _________ _________ _________ _________ How many are backed up in his How many are backed up in his How many are backed up in his How many are backed up in his system?__________ system?__________ system?__________ system?__________ Drink just ordered: Another Bud Drink just ordered: Jager Bomb Drink just ordered: Perfect Patron Marg Drink just ordered: Another 22 oz Coors Light pint Can Julia handle one more drink? Light Can Winston handle one more drink? Maybe. Julia has just entered the Can Justin handle one more drink? Can John handle one more drink? Maybe. Although Winston is lean and establishment, and you don’t know if she No. While it is true that this guest has a large Yes. But be sure to observe older muscular, which typically means was drinking prior to arriving. Observe build, he also has a higher percentage of Guests carefully as they may become a lower BAC, he has consumed 2 her to determine if she is exhibiting body fat, which does intoxicated more quickly than younger Coronaritas considered 1.5 drinks each any signs of intoxication. Julia is eating, not absorb alcohol. This Guest is also guests. This is due to a slowing of and has ordered another drink that is which will slow the rate at which alcohol agitated. When a person experiences intense enzyme action and, typically, a higher considered 1 drink. Also, he has not enters her blood. If Julia shows no signs emotions, he or she can percentage of body fat. Each pint is 1.5 eaten. Before serving Winston another of intoxication, it is safe to serve her. have a sudden spike in BAC as he or she drinks putting him at 4.5 total. drink, it is important to observe him for But remember, drink for drink,women relaxes and the alcohol hits the bloodstream. signs of intoxication and refer to a BAC tend to reach a higher BAC more quickly Justin should be carefully observed to estimation chart. The 3rd drink puts him than do men of equal size and a Perfect determine if he is showing any signs of right at his limit. Patron Margarita is considered 1.25 intoxication before deciding to serve him drinks. another drink. The two 22 oz beers he’s had equal 4 drinks. One more within that hour puts him over the limit.

Servsafe review As a seller and server of alcohol, you must do everything possible to ensure that Guests do not become intoxicated at our establishment. While we cannot control where or how much a Guest drinks before arriving at Dave and Buster’s, we can, however, control service once they arrive. Recognizing signs of intoxication is a great way to protect our Guests, but we find that many times, once they get to the point of intoxication, it is simply too late. Prevention is the key to outstanding alcohol service. Let’s talk about some ways we can effectively control alcohol service in our building. OFFER FOOD avoid overpouring Food helps keep alcohol in the stomach, slowing the Each bar recipe is assigned a drink count based on the liquors and proofs of rate at which it reaches the small intestine the ingredients. Overpouring will cause the assigned count to be inaccurate (where 80% is absorbed). leading to possible over-service. Best Option: Offer food high in fat or protein because Best Option: Follow each recipe exactly and using they digest slower than other foods. jiggers to ensure a consistent pour each time. Great menu items to offer: Buffalo Wings, Steaks, If a Guest orders one drink from one bar and the same drink Goldfingers, Burgers, etc. from a different bar, and each bartender pours a different amount, then what was considered TWO DRINKS could actually be 2.5-3 drinks! Avoid offering foods high in carbs, sugar, or salt. While better than nothing, they are easily digested thus less effective. Salty foods tend to make the Guest thirsty and offer water may increase their alcohol consumption. Drinking alcohol causes dehydration. What do you do avoid overserving when you are thirsty? Drink more. Don’t serve your Guest more than one drink at a time. This will allow you to pace the Best Option: Bring a glass of water for each Guest Guest and keep them from drinking too much too quickly and getting intoxicated. ordering an alcoholic beverage. While water alone will not Best Option: Wait until the guest finishes their first drink before serving the second. prevent intoxication, it does slow it down and dilute it a little bit. counting drinks higher bac lower bac This chart shows how many drinks a man • More drinks consumed • Fewer drinks consumed may have, based on his weight, per hour. It’s all about science and math. Not your favorite • Drinking stronger drinks • Drinking weaker drinks subjects in school? We’ll keep it as simple as • Shorter Guets • Taller Guests NOTE: Female Guests can have 1 drink less than male possible. While there are many factors that • Overweight Guests • Physically fit Guests Guests before being over the limit. (i.e. a 120 lb man contribute to the affect that alcohol has on the • Women • Men can have 3 drinks, a 120lb woman can only have 2) body (weight, gender, age, etc), it boils down to • Older Guests • Younger Guests one major contributing factor: CONSUMPTION. • Upset Guests • Relaxed, happy Guests • Medications • Food Knowing how much your Guest has consumed • No food • Non-carbonated drinks is the starting point for all of the other • Carbonated drinks factors.

Servsafe review Thousands of Guests enter our front doors each week and in some stores each day. Dave and Buster’s prides itself on offering a wide variety of food, beverage, and entertainment for all ages while exceeding their expectations. Each of our locations may be a different size and laid out in different ways, but we all face the same challenge when it comes to alcohol service. With our very open and large floor plans, a Guest may order a drink in one area of the building and drink that beverage in another making drink counting challenging. Since alcohol affects Guests in different ways drink counting alone is not the answer. You can learn a lot about how the alcohol your Guests have consumed affects them by carefully watching for physical and behavior changes. Keep in mind, the change in behavior is more significant than the actual behavior itself. When consumption of alcohol reaches the brain, it can no longer function normally. This results in physical and behavioral changes including relaxed inhibitions, impaired judgment, slowed reaction time, and impaired motor coordination. Relaxed Inhibitions Impaired Judgement Consumption of alcohol can relax a Guest’s normal inhibitions Consumption of alcohol can cause a Guest to make insensible decisions. causing them to do or say things he/she normally would not. • Complain about the strength of their drink after having consumed others • Overly friendly • Unfriendly or depressed at the same strength • Foul language • Begin drinking faster or switch to stronger drinks • Loud • Make irrational or argumentative statements • Rude • Become careless with money (i.e. buying drinks for strangers) Slowed Reaction Time Impaired Motor Coordination A Guest’s reaction time and responses will Alcohol may affect a Guest’s motor coordination become slower upon consumption of alcohol. • Talk or move slowly (balance, speech, depth perception, etc) • Unable to concentrate, lose their train of thought, or become forgetful • Become drowsy • Stagger, stumble, fall down, or bump into things • Become glassy eyed, lose eye contact, or become unable to focus • Unable to pick up objects or may drop them • Spill drinks or miss their mouth when drinking • Sway when sitting or standing • Slur their speech • Have difficulty lighting a cigarette What to do when you recognize signs of intoxication...You notice a Guest ➡Manager will observe Manager will observe Guest and handle is showing signs of Guest and handle the situation, taking the situation, taking appropriate action. ➡ ➡ ➡intoxication. appropriate action. Write down a brief Inform the manager in your area. description of the Give them the description and Guest and the location. Do not discuss concerns location or table. with the Guest or approach them at this time.

Servsafe review Most states may hold you criminally liable for the following actions: 1) Serving alcohol to a minor, 2) Serving a Guest who is or appears to be intoxicated, and 3) Possessing, selling, or allowing the sale of drugs on the premises. Many minors look much older than they actually are. It is dangerous to make a decision about service on a guess or hunch. Picking a minor out of a crowd may be hard to do based on the size of our buildings and our fast paced environment. Let’s talk about the correct way to card and recognize underage Guests. acceptable forms of id is it valid? calculating a guest’s age 1988 + 20 = 2008 Step 1: Add 20 to the Guest’s birth year. • State Driver’s License All identification must have the • State ID Card following: Step 2: Add 1 to the total. 2008 + 1 = 2009 • Military ID • Birth date • US Passport • Current, not expired Step 3: Compare the calculated 2009 = 2009 • Contains the owner’s signature year to the current year. Does your state or store recognize • Contains the owner’s photo or not recognize any other IDs? • Is intact, not split, altered, Step 4: If the years are the same compare the month and day. Most states do not accept the bubbled, or cut If the calculated date occurs BEFORE the current date the Guest is 21 or over. following: If the calculated date occurs AFTER the current date the Guest is UNDER 21. • Birth Certificate What are some other ways to tell if an • School ID ID is valid? the proper procedure for checking ids • Voter’s Registration Card • Credit Cards horizontal identifications Greet the Guest politely and politely ask for the ID. Verify the ID. Is it valid? NOTE: Only three states use horizontal IDs for YES? Serve the Guest. You may find that many Guests will persons under 21: try to show you one or more of the • Minnesota Unsure? no? unacceptable IDs to make them • Oregon look acceptable. • Tennessee • Seek further verification • Refuse service • Use ID checking guide • Be firm, but express regret These states will have text or frames • Ask for a second form of ID • Notify your manager that highlight that the individual is • Notify each bar and other UNDER 21. and/or compare the signature • Ask the Guest questions only servers If the ID is presented to you, calculate • Keep an eye on the Guest the Guest’s age, and the expiration date the ID owner could answer before service. When in doubt, always get your manager involved. bars program Vertical Identifications When you are presented a Vertical ID that shows the Guest is OVER 21, and What is the BARS program? What do they look for? What is a Pass or Fail? the expiration date has not passed, a Manager MUST verify the ID before service. What are some great phrases to use to refuse service to a Guest?

SERVER

Food & Beverage Service Standards Step 1: The Greet Introduce Yourself Faster to the FUN! Smile and introduce yourself to the Guests within 60 seconds of being seated. Place a bev nap or a coaster in front of each guest. Find out what brought them in today and if they’ve been here before. This is the most important step of If the Guests order bar drinks or service! What you learn from the greet will guide your entire interaction with the Guest. appetizers, ring those in first to get them Inform Guests about promotions and XDINE started. Then, make any non-alcoholic drinks. Your goal is to get drinks to the Tell the Guests about any current specials: Happy Hour, new menu items, new games, etc. Use menus and table tents Guest within 2 minutes of ordering. If to help you out! Take them on a tour of the menu. Don’t forget to mention any LTO offers. Make sure to point out the the bar drinks are taking longer, offer to QR Code on the table if your store is equipped with xDine. to bring waters. Deliver appetizer plates, Suggest 2, sell 1 appetizers and drinks silverware, and any needed condiments prior to food delivery. During lunch Suggest 2 specific drinks and appetizers and sell 1 of each. Take the drink order and if the Guests are ready, take service Guests may be in a rush to get the appetizer order; if not, be ready to take the appetizer order upon dropping off drinks. Ring the order into your back to work. You may need to take the tablet and repeat it back to the Guest. If a Guest orders alcohol, ID all guests who look under 30. Check the picture, entrée order upon drink delivery. birthdate, expiration date, and condition of the ID. ALL VERTICAL IDs MUST BE CHECKED BY A MANAGER. “ Hi there! Welcome to Dave & Buster’s! My name is Chad and I will be your server (bartender) today. Have you been to D&B before? No? Well you’re in for a great time. You came on the best day of the week! Today is Wednesday and all of our games are half off! So, let’s start with drinks. I suggest a Dangerous Waters, one of our most popular drinks, or our refreshing Strawberry Watermelon Margarita. Would you like to try either of those? You Got It! I’ll get your drinks started. Would you like to start with an appetizer? I love our Pretzel Dogs and our Garlic Parmesan Truffle Fries. “ FRIENDLY Available Memorable • Smile • Place bev naps or coasters in front • Find a way to connect with the guest • Make Eye Contact of each Guest • Use menus and table tents to help • Kick off a Conversation by finding out • Deliver silverware, appetizer plates, you guide the fun if they’ve been to D&B before or if and condiments to the table • Repeat your name before leaving the they are celebrating anything • End each request with “You Got It!” table TEAM ASSIST: See a table outside your section that hasn’t been greeted yet? Introduce yourself to the Guest. Let them know that you are going to get them started but another server will be taking over. Do all 3 steps of the greet, write the order down, and pass it off to the correct server. If needed, ring in the order and have it transfered.

Food & Beverage Service Standards Step 2: The Entrée ORDER Make suggestions Faster to the FUN! You can make the Guest’s visit special by using the Suggest 2, Sell 1 on your entrée suggestion too! Work on your salesmanship skills and suggest add-ons or extras that would taste great with their meal. Don’t forget about Power Consolidate your steps by making sure Cards! appetizer plates and silverware are Take the entrée order stocked and make sure that silverware and condiments are at the table before Write the order down using Pivot Point on your server order chit, or ring in directly into your tablet. Repeat the food arrives. If you have more than order back to the Guest. Repeating the order is key to showing you were listening and ensuring the Guest gets what one table, be sure to check on your they want. Ring the order in using the correct seat number and micros key! Deliver all bottled condiments to the other Guests before ringing in any large table along with any Power Cards. Who knows...they may recharge them before they finish! When you drop off their entrée orders. Remember that tables Power Cards, remember the Suggest 2, Sell 1 philosophy. Let them know about your two favorite games! of 12 or more should be split between two servers. “ Here is your drink! Your appetizer will be out shortly. Have you decided on your entree? My favorite is the All American Cheeseburger. It’s a classic you cant go wrong with! Or if you want to try something a little different, try the Voodoo Pasta! Are you planning on playing games today? I can get you a Power Card as well! I recommend one of our “More Wins!” options. The $10 and $20 card will give you a sample of the games, but you’ll definitely be hungry for more. Don’t forget to check out our newest Virtual Reality Attraction, ____________________________, I can add on a VR Chip for you as well! Here are your Power Cards. Your food will be ready in about 15 minutes. When you are ready to play games check out Spin and Win. If you are “ looking to win a lot of tickets it is the game for you! Don’t forget to go play or our newest game _________________________. FRIENDLY Available Memorable • Be engaged with the Guest when • Remove all menus and menu inserts • Be knowledgeable of the menu taking the order from the table • Repeat the order back to the guest to • Keep all interactions positive • Anticipate the Guest’s needs by make sure it is correct • Let Guests know what items are your offering add-ons and extras • Sell the Guests a Power Card so they favorite and why • End each request with “You Got It!” will get the best experience TEAM ASSIST: If you are called on to take an entrée order for another server’s table, follow all the steps and write the order down. You may need to ring it in and transfer it. Don’t forget to practice Full Hands In and Full hands out!

Food & Beverage Service Standards Step 3: Table maintenance & rewards Table maintenance is all about being attentive and anticipating service. This is where we can really WOW our Faster to the FUN! Guests! Table maintenance is always a priority! Automatically refill all free refill drinks. You do not need to give the Guest a Refills new straw for any non-alcoholic refills. For beverages with free refills, bring a new drink when it is less than 1/2 full. Towards the end of the meal, it’s Clear plates out of the way as soon as best to ask before bringing a new one. For drinks that are not free to refill, offer another round to the Guest. it appears a Guest has finished their meal. If you see a table outside of your Check Backs section that has dirty dishes, grab those as well. You should never walk into After delivering appetizers, entrées, desserts, and/or drinks to the table, drop by to make sure everything is going the kitchen empty handed. Make sure great within 2 bites or 2 min. You should be making contact with the Guests every 5 minutes. This does not need to you remain in eye sight of the Guest at be verbal, but you should be in eye sight of the Guests to monitor their experience. least every 5 minutes so that you are available to assist them at any time. Pre-Bus Bus any dishes or glassware that are no longer being used. Keep the tables and floors clean, and restock any needed Condiments. D&B Winner App: While the Guest is waiting for their food, go by the table and let them know about our mobile app! The information is in the menu, so bring one with you to show them. Encourage them to DOWNLOAD or link their rewards if they are already a rewards member! If your store has XDine, this is a great time to show them how it works! Guests can add on items or pay their bill when they are finished! Spend time with your Guests to build a relationship! FRIENDLY Available Memorable • Visually acknowlege all guests • Anticipate the Guest’s needs by • Inform Guests about the Rewards within 10 feet, and verbally bringing refills when drinks are less program and encourage them to join acknowledge all guests within 5 feet than 1/2 full (10/5 rule) • Make sure the table is bussed down • Practice 2 minute 2 bite check backs, to dessert items, napkins, cups, and • Explain what makes Rewards great! and make contact every 5 minutes silverware. TEAM ASSIST: Practice Full Hands In, Full Hands Out (FHIFHO) all the time. Pre-bus tables as you head back to the kitchen. Offer refills on teas, waters, and sodas as you can. Offer To-Go boxes. Keep the area around the tables free from trash and debris. Sweep, if needed.

Food & Beverage Service Standards Step 4: wrap it up Faster to the FUN! offer desserts This is also a great time to sell Power Cards to Guests who did not purchase on Once the Guests are about 75% finished with their meal, offer desserts. Use the digital menu to help you sell earlier. Why make the Guests go stand desserts. Seeing it goes a long way to selling it! Remember: Suggest 2, Sell 1! Don’t forget to bring extra silverware and plates for any desserts that are ordered. in line at the front desk or kiosk to buy a Power Card when you can help them offer Powercards out now? Be check ready! If the Guests Offer to recharge Guests Power Cards or sell Power Cards to Guests who have not yet purchased them! refuse dessert and ask for the bill, already having the check in your apron offer one more round will save you some steps! Now that Guests are finishing their meal and getting ready to head to play games, offer one last round of drinks. Remind your Guests that they can even bring their drink into the Midway with them. (Where applicable) If a Guest orders coffee to go with their dessert, don’t forget to bring a sugar caddy to the table. “ How was your meal? Did you enjoy your pasta? Terrific, I knew you would! Before you finish up, I just wanted to remind you to save room for dessert. My favorites are the Big Daddy Chocolate Cake and the Cheesecake Dip. The Chocolate Cake is amazing because it’s warm and gooey chocolate cake served with ice cream. The cheesecake dip tastes great and is perfect for sharing! Would you like me to get one started for you? You Got It! Looks like you’ve finished your cocktails, would you like one more round to take out into the arcade with you? I’ll get those going for you! “ FRIENDLY Available Memorable • Be engaged with the Guest when • Anticipate the Guest’s needs by • It’s nearing the end of the visit and taking the order making suggestions tailored to their this is your last chance to make a experience lasting impression on your Guests! • Keep all interactions positive Make these last interactions count! • Let Guests know what desserts are • End each request with “You Got It!” • Be “Check Ready” your favorite and why TEAM ASSIST: Run any desserts you see in the window, Guests will be excited to get to the games and don’t want to wait long for their dessert. Check for forks and extra plates on the table.

Food & Beverage Service Standards Step 5: Check procedures Faster to the FUN! One final check before dropping the check Start your shift with enough cash to be able to make change for your tables. Swing by the table and see if they want to order any last minute items or recharge their power cards. Ring in any No Guest wants to wait while you break final items, then print the check and place it in a check presenter. Stand the check up in the middle of the table their bills at the front desk. Find out once you deliver the final Power Cards, desserts, or additional drinks. Offer to link their Rewards card, if you early on in the service cycle if the table haven’t done so already. Let your Guests know you can take care of the bill whenever they are ready, or they can will be splitting their checks. Have pay at the table with XDine! checks ready to be separated to make printing the check a faster experience. Processing Payment When processing multiple payments, be sure to keep payments separate If your store is equipped with chip and pin payment, grab a wireless EMV before returning to the table, if not and type in the amount you want to run process any payments within 2 minutes and return the check presenter to the table. Laying the check presenter down on the table is a way to signal to other team members that their bill has already been paid. Thank the Guest before swiping a Guest’s card. for coming in. Don’t forget to invite them back for more FUN! “ How was your experience today? Thank you! I hope you had a great time! Here is your check. (stand up in the center of the table) I’ll be right back to collect payment, or you can scan the QR Code and pay with your phone. Thank you for joining us today. We hope you had a great time, “ come see me again soon! Have fun in the Midway! FRIENDLY Available Memorable • Find out if your Guests want any last • Be proactive, don’t wait until they ask • Invite your Guests to come see you minute items for the check to bring it again • Ask your Guests “How was • Drop the Check in the center of the • Tell your Guests to enjoy the rest of everything” table their D&B experience • Thank your Guests for coming in • Process all payments within 2 mins TEAM ASSIST: Setting the check in the center of the table signals to other team members that a check has been dropped. If you see a Guest is ready to pay, alert the server for that table. Avoid handling other servers’ checks.

Food & Beverage Service Standards tools needed Review Step 3: Table maintenance & Rewards Bev Naps Step 1: The Greet • Refill free refill drinks when less than 1/2 full • Offer up another round on non-refill drinks Pen & Order Chit • Smile and Introduce yourself within 60 seconds • Encourage Guests to DOWNLOAD the app! • Place a bev nap or coaster in front of each guest • Perform 2 minute 2 bite check backs OR • Find out why the Guest is here • Make contact with Guests every 5 mins • Inform Guests about promotions • Explain XDine during down time Tablet & QR Code • Point out XDine QR Code • Build a relationship with the Guest • Suggest 2 and Sell 1 on appetizers and drinks • Bus dishes and glassware • Card anyone who looks under 30 • Keep tables and floors clean • Have vertical IDs checked by a manager • Write everything down/Ring in at the table Step 4: Wrap it up • Repeat the order back • Ring the order in • Offer desserts when Guests are 75% finished • Deliver drinks within 2 minutes • Suggest 2 and Sell 1 Dessert • Deliver app plates and bottled condiments • Sell or offer to recharge Power Cards • Offer one last round of drinks Step 2: The entree Order Step 5: Check procedures • Suggest 2 and Sell 1 Entree • Suggest add-ons or extras • Do one final check back • Sell ‘More Wins’ Power Card • Print the check and place in a check presenter • Upsell VR Attraction Chips • Stand the check in the middle of the table • Write everything down/Ring in at the table • Point out XDine to pay • Use Pivot Point Seating • Process any payments within 2 minutes • Repeat the order back • Lay down check presenter on the table • Ring the order in • Thank Guests for coming in • Deliver bottled condiments and Power Cards • Suggest 2 and Sell 1 Game It’s all about the guest experience. remember your key time frames! 60 second greet 2 min drinks 2 min checkbacks 2 min payments

seating management for servers At D&B we rotate tables by section so the seating is smooth and evenly paced, but sometimes there are certain circumstances that interupt the flow. Below are a few seating situations you may face as a server and how you should handle them! Double Seating From time to time, Guests will have special needs. Families with Children All of our stores are in compliance with the At times, hosts have no choice but to seat two tables at the Americans with Disabilities Act (federal law), as • We serve a lot of families at same time in a Server’s Station. This should only occur in two well as any particular state or local requirements. Dave & Buster’s, especially on instances: Remember, Dave & Buster’s is committed to weekends. Saturdays are “family treating everyone equally. It is important to feel day” at D&B. • The Guest requests a specific table. comfortable assisting all Guests. • The only two tables open in the area are in one server’s • What is our Underage Policy? Wheelchairs section. • When seating the family, deliver • If the Guest needs assistance to the table, by all means, help Kid’s Menus to the table. If this happens, the host will alert you prior to seating you. them out! Treat both tables as one large table! Acknowledge one table • Ask the adults if their children and let them know you will be with them shortly before greeting • Escort Guests to the table. Guests in wheelchairs are usually need boosters or a high chairs. the other. After greeting both tables, deliver both tables drinks most comfortable at a freestanding table. and so on... • If a high chair is needed, the • Ask the Guest if they would like to transfer to the chair. (They Guests must be seated at a Triple Seating usually prefer to be asked this question.) freestanding table, not a booth. Our fire-code does not allow us The same applies as above, however if there is an instance • If they want to transfer, set the chair directly beside to place chairs in aisles. that we absolutely need to triple seat a section, we may rotate the wheelchair, let them transfer, and then, remove the another server in to take the table. Once you have both tables wheelchair from the table. BIRTHDAYS under control, you may be given one of their tables. A manager should always be involved if any server is triple sat. • If they do not want to transfer, remove the chair, and place it • Usually, a member of a birthday in an unoccupied area. “party” will ask what we do for Large party execution birthdays, or inform a Host about Visually Impaired Guests the celebration. • We can accommodate large parties of ________ people at one table. • Most times these Guests will be with other Guests. Seeing • If a dessert is purchased, we will eye dogs ARE allowed in all our establishments, and they are place a candle in the dessert and • Server Standard: 11 Guests or less= 1 server, 12 to 22 usually well behaved. light it for the Guest. Guests= 2 servers, and so on... • Try to place Guests with dogs in a low-traffic area of the • If a dessert is not purchased, we • Communication is key with large party execution. You will be restaurant. The dogs are trained to lie quietly under the will place a small brownie on a splitting large parties with other servers. It is important to table. plate and place the candle in it. communicate throughout the process. Guests Using Crutches • If a Guest brings a birthday cake, • Find out about separate checks early on in the process. It where do we place it? will save time when processing payments. • If a Guest approaches the Host Stand using crutches, do your best to assist them with their needs. • Does your store do anything • Ring in no more than 8 items before sending orders to the special for birthdays? If so, what? kitchen. • Walk slowly, and ask the Guest if they need you to hold any items or assist them. • Always be present when food is being passed out to large parties. When there are this many Guests, it is easy for • After the Guests are seated, ask the Guests if they would like items to be confused and dropped to the wrong person. you to remove the crutches and set them aside. • It’s a team effort. Whatever the table needs, we all help! • If the answer is yes, place the crutches to the side. • Have one person split checks, print, and run payments, while • If the answer is no, then ensure the crutches will not fall to the others deliver checks and get payments. injure another person.

BARTENDER

bar philosophy Service Standards: Four-level Method for Viewing the Bar 1. Greet Guest(s) within (60) seconds of seating. Inform Guest(s) about current Level 1- Bar Cleanliness promotions. Offer specific beverages. Offer specific appetizers. • How clean is it? 2. Review Eat & Play and take entrée order. Deliver any Eat & Play cards and bottled • Are there empty dishes that need to be bussed? condiments. • Are there empty beverage glasses or bottles scattered about? • Are there spun beverage napkin stacks placed neatly around the bar? 3. Refill any NA beverages less than 1/2 full or offer another beverage. Check back in • Are Guest-facing parts of the bar neat and organized with appropriate two bites or two minutes. Prebus at all times. menus and POP? 4. Offer specific desserts. Offer Power Cards and/or offer to recharge their cards. • No personal items in the bar area. 5. Deliver the check upon delivery or refusal of dessert. Process payment within two (2) • Remember: a clean bar is a well-served bar. minutes. Inform the Guest about Guest Pulse. Thank the Guest and invite them back. Level 2 - Your guests at the bar responsible alcohol service At level two you will observe the Guests sitting or standing directly at the bar. • Have the Guests been greeted or acknowledged? • At Dave & Buster’s, we offer a vast selection of alcoholic • Have the Guests’ IDs been checked? beverages for our Guests to enjoy RESPONSIBLY. • Is there a beverage napkin/coaster in front of each Guest or under their • All employees are responsible for responsible alcohol drink? service and being observant of Guests that show signs of intoxication and • Does each Guest have access to food and beverage menus? communicating that information to a member of the Management Team. • Does each Guest who has ordered food have a proper food setup prior to • Also, since D&B is such a large establishment, with numerous outlets to food arriving?(silverware, condiments, appetizer plates) purchase alcohol, ALL Guests who appear under the age of thirty, must have their • Are any of the Guests exhibiting signs of intoxication? identification checked prior to being served an alcoholic beverage. • Are there any Guests in stations other than your own that need attention? • Dave & Buster’s policy is one alcoholic beverage per one identification shown. There Level 3- Guests standing behind the level 2 guests are no exceptions to this. • Continue to acknowledge Guests while juggling multiple orders. Busy street approach • If you can’t get to a Level 3 Guest immediately, be sure to acknowledge The basic philosophy of the D&B bar is to provide our Guests with a warm, comfortable the Guest with a simple nod or a smile. The Guests need to know that they and friendly atmosphere, where they can depend on getting service that they will not are important and forget. One approach that helps us achieve our philosophy is what we call the “busy not being ignored! street” approach. • Are you keeping your head up and constantly surveying the area • When we are studying our bar, we must constantly be looking both ways, very surrounding the bar? • Be sure to make an effort to maintain a comfortable atmosphere for our similar to crossing a street. This allows us to always monitor the flow of business Guests sitting at the bar while providing effective service to those on and anticipate our Guests needs. Level 3. • In addition to looking both ways, remember to be aware of what is going on behind you. Guests have a way sneaking up on Bartenders if we are not paying attention to Level 4 - Service well all areas of the bar. • Remember to always keep your head up. A bartender who has their head down • Are you listening/looking for service well tickets? If you can’t get to the and is not scanning the situation at the bar appears to be getting behind or “in the service well immediately, acknowledge the servers that are waiting on weeds”. drinks, so they can take waters or communicate to Guests if needed. • Are drinks being made in the correct order, and being placed in the correct places? • Are drink orders being made within two minutes? • Are drinks being made to spec? Correct Recipe and Ingredients, Correct Garnishes, Correct Glassware. • Are drinks fresh and ready to serve to our Guests? No melted drinks, flat beers, spilled drinks, etc.

glasswAREbSaTrANgDlAaRssDwS a&rCeARE 3 Compartment sink setup WASH PROCEDURE PUT AWAY • Set dirty glasses on the left side of the 4-compartment sink. GLASSWARE • Empty the glass into the trash can or dump sink. • Place glassware on the glassware brush in the Hot Soapy Water sink. DUMP ICE cold drying • Move the glass up and down over the brush until the glass is clean. AND TRASH sanitizer glasses • Rinse the the Hot Rinse Water sink. • Sanitize with Cold Sanitizer. Dirty hot soapy hot rinse • Place glasses on the right side of the sink to dry. Glasses water water • Put glasses where they are stored at the bar. NOTE: For 4 compartment sinks, sink 1 may be Water Guidelines used for dumping ice. 2-4 should be set up as shown above • Hot water should be as hot as you can handle without burning yourself. • Cold sanitizer water must be 200 ppm . • Rinse and sanitizer water should not be cloudy or dirty. • Check and/or change sanitizer water every 1-2 hours. • Check and/or change soapy and rinse water once it has cooled or has debris. GLASSWARE STANDARDS AND CARE Checking sanitizer solution • Do Not stack glasses more than FIVE glasses high: • Read the label to determine the required time of immersion. • Stacking higher than FIVE glasses causes breakage. • Insert the strip 1” into the solution. • Leads to increased reorders. • Wait the specified time. • Is a potential safety hazard. • Compare the color of the immersed section • Do Not stack hot or warm glassware. to the color chart on the container. • Glassware expands and contracts with temperature changes, • For Quaternary Sanitizers the requirement leading to chipping and breakage. • Only stack room-temperature glassware. is 150 ppm - 400 ppm. important reminders • Make sure food contact surfaces are sanitized before and after starting a new project or when finishing a • Glassware should be primarily cleaned using the 3 Compartment Sink current project. and should only be run through the dish machine during peak times. Broken glass • All glassware MUST be cool to the touch prior to being placed in a glass chiller. • Store broken glass in a separate and labeled container with the approved green lid. • All glassware MUST be fully dried prior to stacking and placing in a glass chiller. • Never line the “glass only” container with a trash bag. • Never put broken glass in trash receptacles at the bar. • All glassware MUST be inspected for chips or cracks prior to use.

foh / bar safety & sanitation The safety of our Guests and employees is important to us. So important, in fact, that we have an outside company that audits our stores to ensure we follow the approved safety practices. This is called the EcoSure Audit. The auditor will ask questions, observe behaviors, and test certain items to get an overall picture. 3 COMPARTMENT SINK hand sink sanitizer buckets chemicals • Sink must be set up when • Bar hand sinks are • Sanitizer towels must • Only company approved bar is open. designated (hand washing remain in the sanitizer chemicals may be used. only) with foam soap, when not in use. • Sink set up correctly paper towels, and hot and • All spray bottles must (hot soap, hot rinse, cool cold running water at all • Cloth towels should not be be labeled clearly and sanitizer). times. used as a “drip pan”. contain the chemical on the label only. • Waters must be fresh, • No items are washed, • Sanitizer must range clean, and changed often. stored in, or can block a between 150 ppm and 400 • All chemicals must be hand sink at any time. ppm. sealed/covered when not • Sanitizer test strips must in use. be available in the bar. • A trash can must be placed • Sanitizer test strips must near the hand sink. be available in the bar. • Chemicals must be stored • Bar sinks need to be free below the food/beverage of fruit flies and other • Bar sinks need to be free • Water must be fresh, clean, line. insects/pests. of fruit flies and other and changed every 1-2 insects/pests. hours. • Chemicals must be kept • Make sure drains are not away from heat, flames, clogged and washed and • Make sure drains are not • Sanitizer bucket must be and sunlight. rinsed daily to prevent clogged and washed and stored below the food/ bacterial and pest growth. rinsed daily to prevent beverage line. • Bleach is not an approved bacterial and pest growth. chemical. • Inform your manager if you find bleach in the building.

foh / bar safety & sanitation beverage stations Ice Cream • All bar equipment, drip pans, and drains should be free from fruit • All ice cream containers need to be covered with plastic flies, dirt, mold, or excess syrup. wrap or original storage lid at all times. • Blenders are cleaned nightly and pitchers are stored upside down • Stainless steel ice cream scoops must be clean and when not in use so they dry out to prevent bacterial growth. stored in a well with RUNNING water during hours of operation. • All blender tubes must be at least 2 inches above drain to prevent back flow. Glass • Soda guns and holders should be clean, free of buildup and standing • Broken glass is stored in a separate and labeled water. container with the approved green lid. NEVER line the glass only container with a trash bag. • Keep soda guns elevated. Do not hang them so that they are close to the floor. Do not drape guns over mats/counters. It should remain in the holder. • Any tea urns with product should be kept covered with plastic wrap or storage lids while not in use. • Mixer/Juice spouts must be closed or pinched closed. • All open wine needs to have the original cork or synthetic cork. • All bar fruit are covered with caddy lid or plastic wrap when not in use. Use tongs to place fruit on rims. • All caddies should be kept clean and free from food and debris. • All TOGO boxes should be stored in sleeves or upside down to prevent contamination.